Tools and tricks to improve your customers´ reviews

  • Do you know how to optimize the opinions of your clients so that they work in your favor? Here are a few tools and tricks to improve your reviews.

  • Very recently, we have talked about how the latest global events have influenced the opinions and analysis of customers. After all, this is the most effective way for our buyers (happy and angry) to value us. And precisely due to this reason, we must take their comments very seriously

    In addition to a matter of self-demand and professional improvement, those messages published on social networks, portals and websites are one of the most important signs of social proof. We have already commented more than once for a while that they influence the decision-making of potential clients in a very important way. 
  • Tricks to improve your customers´reviews

  • How to improve the reviews of my eCommerce? The “simple” answer is to do your best to offer an excellent product and service

    It is very easy to say, of course. Then keep in mind that there may be many different circumstances that are not always under our control. 

    Let's start with some policies and strategies that can help you improve your public reputation
  • #1 – Listen to customer

  • Self-criticism is essential. Not all negative reviews are unwarranted and surely have no intention of hurting you for free. 

    When an aspect is repeated frequently, the smart thing is to stop for a moment to think about whether the processes or products are appropriate. If we get down to work and solve a real problem, we will be able to avoid many negative reviews in the future
  • What tool can you use? The most advanced customer service tools allow you to extract very complete reports. For example, LiveChat allows to tag conversations. 

    Make your team aware to mark the comments received also on your own page and social profiles. That information is really valuable to improve reviews. 
  • #2 – Keep listening to your customer (even if he does not talk about you)

  • When we receive direct criticism it may seem like the worst thing in the world, but it is not. In fact, it is more worrying when they badmouth us and we do not even realize

    Carry out a monitoring of your brand and products to be informed as quickly as possible of each "criticism" you are aimed to on any page or social network. Experience says that if you approach criticism proactively, you can achieve a very interesting and beneficial reverse effect
  • What tool can you use? One of the best ways to control what appears in SERPs is Google's alert system, which is called Google Alerts (sure, they are better at developing tools than looking for names). 

    Not only can you see the latest mentions registered by the search engine: you can also generate notices so that, when new results are indexed for a specific word, you will be notified to your email address  and sends them to your email. 

    Search for yourself on social networks to see what is said about you. You can do it manually in their search engines or if you want something more agile, tools like Hootsuite make the task easier. 
  • #3 – Answer to customers

  • This is absolutely necessary. When we receive a negative review in any media or channel and we do not respond, it can be understood as that we are assuming it to be true or that, almost worse, we ignore it. 

    If you do not want to expose yourself to manage an online reputation crisis in your eCommerce, do not let dissatisfied customers get feedback

    Answer politely and without losing control, provide solutions and apologize when appropriate. This is the best way to turn negative reviews into positive ones
  • What tools should I use? Again, I recommend those active listening and alerts we have already mentioned. 
  • By the way: prioritize those comments that appear in sponsored posts on social networks. A negative review here can be devastating; and never erase or hide negative messages because its effect can get bigger as a result of the user's anger. 
  • #4 – Generate more positive reviews

  • In general, it is much more visible to find bad opinions than good ones. When all goes well, most clients do not usually post those experiences unless they are memorable

    Encourage posting in order to get bad reviews hidden among the good ones. In the end, it is a matter of volume, and something as visual as the rating stars is still an average. 
  • What tools should I use? Here your greatest ally is email marketing. Email buyers asking for a review and you will be amazed at the number of times they respond positively. 

    If you also automate it and use segments for your mailing lists, you can send quite personalized emails to the most loyal customers who, logically, are the most satisfied ones. 
  • #5 – Be careful with suppliers

  • In eCommerce there are things that we control and others that we do not have as much capacity for direct action. . 

    The most paradigmatic case is that of logistics companies. We can have the best products and a great service ... but, if deliveries fail, the user does not care the name of the carrier that has to deliver the package. For them, it is transparent, because it is a part of the shopping experience. 

    Many of the bad reviews come from problems with deliveries. It may not be fair, but you have to live with it. 
  • What tools should I use? In this case there is no valid tool, the right thing is to is to try different providers and see, in your specific case, which one works best. 

    If you want, you can try some tool for comparing like Packlink or carry out the search by yourself. 
  • With these 5 tools and tricks to improve your customers´ reviews, you will be optimizing your store´s reputation. How do you prefer to do it?

  • Images | Unsplash and linked tools.

Miguel Nicolás

Miguel Nicolás O'Shea is a life-long copywriter (more than 15 years working in agencies) and a specialist in Search Marketing (SEO and PPC). From now on, he will contribute with his online marketing experience to Oleoshop, publishing regularly.

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